A customer sent me a PayPal refund request for more than 30 products he has purchased from me (+$270). When I ask him for the reason for this, he answers: Now... some products have a refund policy on the sales page - this guarantees him his refund for those products. More than 20 products however, were purchased from my estore where there is no refund policy on the site (don't ask me why I didn't add one - I just found out it wasn't there ) I was simply wondering if I had to give this guy his refund. I know, I know: the customer is always king - but this bothers me. Don't get me wrong - I usually don't mind giving people a refund when they ask for it. But this really doesn'tt feel right: this guy purchased +30 products from me in 1 month, and now he asks for a refund for ALL of them... Feels like an easy way to get everything for free, if you ask me... He asked for his refunds by email and hasn't filed a PayPal complaint (yet). I'm really wondering: do I have any rights in this case, and if he should file a PayPal complaint, would they consider this a valid reason to give this guy his money back...?
As far as I know, paypal issue refunds only for psychical items, not for "virtual" one. And yes, I agree, it looks like he is trying to get all your products for free.
Agreed with tzau. He is just trying to get it for free.. If he really didnt like your product, he wouldnt buy all 30 products.. he would have bought 1 or 2 , check it out.. and than would think to buy more.. So basically email paypal, that such refund isnt applicable.
Mieke, Were any of the ebooks distributed via the $7 Secrets Script? Don Morris has a Black List to help protect $7DS publishers from serial refunders and other low-lifes. Anyone know of other black-list sites for listing refund-leeches? John
Too bad you can't say that since these are information products you will only give credit toward another purchase. What happened to you is one of my nightmares. I wish you a lot of Luck with dealing with him. Wishing you much success nick nick4033
You should definitely have a clear and easy to understand refunds policy in place so you can deal with these cases. It's so much easier when cases like these come up. Just because a customer is not using the products does not mean they are entitled to a refund. But this might be different depending on the laws in your home country. If you do decide to give them a refund, why not charge them an admin/restocking/etc... fee of say 20% of the value of their purchase?
Why don't you just refund for him. If you do the otherwise,i worried it will spoil your shop reputation. And it will cause major loss for you.
Thanks for sharing your thoughts I realize this, however I don't want to give him the message that it is OK to do this, or he will keep doing this every month again - to me and others I will revise my refund policies - I'm just looking for a way to make them protect myself a little more, without touching the rights of the customer...
If he went to Paypal and entered the Resolution Centre and stated he wanted a refund because he is not using them, Paypal would not accept his dispute. I doubt they would even respond. Paypal has clearly defined dispute terms and not using them is not one of them. I would not even return his email. If he has a legitimate gripe, then Paypal will soon let you know and you can forward them his email stating the refund should not stand because of the lame explanation.
Are the goods tangible or non tangible, IE physical/virtual goods. If there virtual goods, respond to the Paypal dispute saying this and you should be good.
I tried getting a refund on a service (i.e. non physical product) and paypal told me they can only accept claims for physical products which was a real bummer as the service I bought was never delivered, the service provider just stopped answering emails so I claimed via paypal but it didn't work for me so I guess you could be ok
I know for a fact you can get a refund from Paypal for virtual goods. In this case it reads as a total scam and I would not refund him, I think if he filed 30 disputes with you paypal would not be on his side.
For informational products I suggest you place a clear disclaimer on your website stating that informaitonal products cannot be returned once they're downloaded... just like video games can't once they're opened! I think you definately have something to argue here if it comes down to it, sorry you have to stress about it. In the end, you'll probably have to refund the products that clearly have a refund policy then I'd tell him the others aren't refundable becuase of the nature of the products. I hope all works out well! By the way, I would definately think that "I don't us ethe products" is surely not a good reason for getting a refund. I bet we can all think of things we've purchased and never used... lol
He bought the products from you. As long as they work, you should be fine. Just submit your case to PayPal.